Seller accepting a return

[breaknegg]

Hi all

 I have a feedback score of 100 percent with over 850 buy sells to my name. For the 1st time I have had to put in a request for a return item because I believe the item had a manufacturers fault and this detracted from the look of the item.

 I opened a claim for a refund through the eBay resolution centre saying the item was faulty but financially impractical for me to return it, hence the request for refund. I should say at this point I purchased 2 of the same item over a few days but they arrived together anyway.The other item was in good order.

Initially the seller offered to send me a screw to fix a problem which was never the actual problem and I felt they were being condescending in saying send it back (at my cost) and they will see if it is a manufacturers fault before refunding me. I replied that it was not practical to return the item, I had previously sent supplied a picture of the problem for them to look at in the inititial claim.

Today unexpectantly I received a Star Track returns con note via ebay resolution for me to return the item  saying that the seller had accepted the return and to send the item.

On the claim for the item it shows a progress report of the return and the final of the 4 steps shows sellers refund (within 6 days of return arrival back to seller) . To me that is saying they are accepting of the situation.

Hence my concern is that today the seller is still saying after the returns process has begun and the item is on return that they are going to inspect it before refunding the item to show that it is a manufacturers fault and basically saying if it is not what they determine they will not refund me. (They really made a point of this)

Where do I stand on this? I also would like to say that I followed correct procedure through ebay Resolution Centre so that I had protection but the seller stated I should have called them rather than demand a refund in the 1st instance and they would have worked something out with me.  I told them that I followed the correct procedure as I purchased through ebay and not their private company. he also made mention that they thought I was a scammer wheris I was in actual fact a returning customer who had purchased previously with them with no problems.

So basically the questions are, where do I stand now that I have sent it?? and what if they decide the problem is not a manufacturers problem and refuse to refund me?? What is my next step if this is the case>

Cheers in advance for any assistance.

[kopenhagen5]

The seller is correct in saying that you should always give the seller a chance to rectify before opening an eBay case.

I assume in the case it shows as the seller receiving the return, so just follow through with the case to receive a refund. 

[breaknegg]

Yes in hindsight I should have contacted the seller through ebay 1st. I see that now as it has inflamed them.

[digital*ghost]

Whether or not there is a fault with an item, you don't have a right to request a refund without returning the item. A seller may sometimes choose to provide one, but it's their call. 

In the real world - by which I mean all sales venues, whether they're bricks n' mortar shops or online only - the buyer is responsible for returning an item, if it's an online order then postage is usually at their own cost (unless cost is greatly prohibitive), and the seller does indeed have the opportunity to inspect the goods to determine whether there is a product fault - if there is, the buyer then has the right to request reimbursement of return costs. You'll find this kind of information on sites like the ACCC, or the office of fair trading in your state. (Also note, consumer laws also state that buyers don't have an automatic right to a refund - if there's a significant fault, they do, but if it's minor the rememdy is up to the seller, and they can choose whether to offer the buyer an exchange, repair or refund. I'm mentioning these things while I'm here, not necessarily because I feel all points are applicable to your case). 

ebay's request system is more generous than basic consumer laws, and the seller seems to have provided you with a postage paid label so you're already better off than you would be than if the seller adhered to the most basic of consumer laws. 

If the seller does decide there is no manufacturer fault, or what have you, you will have the opportunity to escalate the case to eBay and allow them to decide the outcome.